Service Level Agreement – SLA
Last update: June 12, 2018
This document is a Service Level Agreement setting out the levels of services to be provided to you by Wetopi. This document must be read in conjunction with our standard Terms of service and its defined terms.
The remedies set out in this SLA are Client’s sole and exclusive remedy for issues covered by the SLA. While Wetopi will not modify this SLA arbitrarily, it may do so from time-to-time. Should we make a change to this SLA we will send an email notification to the email address Client has provided to us in his control panel. The notification will set out how the SLA will be changed and the effective date of any such changes. It is important that you review the SLA completely.
A. Our Service Standard
Our goal is to ensure that the Service is available to Clients twenty-four hours a day, seven days per week, three hundred and sixty five days per year: 24/7/365 Service Availability.
Our SLA has a 99.95% uptime guarantee. Our goal is to respond as fast as possible to Service Availability notifications presented by Clients. We have an Error Response = 15 minute first reaction time on emergencies. Our Error Response goal is a time to acknowledge only, not a time to resolve. Credits will not be given should we fail to meet our Error Response goal.
We realize that our Service Availability and Error Response goals may not be met. Accordingly, Section-B sets out credits should we fail to meet the Service Availability or goal.
B. How you receive credits
After a Service Availability goal failure, You will receive in your Wetopi-wallet a credit of five percent of your total Fee (for the last 30 day period) for each complete hour in which we fail to meet the Service Availability goal. Collectively these are referred to as “SLA Credits.” SLA Credits are based on our monitoring, may not exceed the total amount of Fees you have paid to us for the last 30 day period in which we failed to meet the Service Availability set out in Section A and will not be paid in cash. If you terminate your Client Agreement before the SLA Credit is applied, no refund or other payment will be made.
Should we fail to meet the Service Availability goal as a result of scheduled outages, emergency maintenance or Force Majeure Events you will not receive a credit.
If the failure to meet either the Service Availability goal is based on problems with Client authored code or changes to the Server Services by parties other than Wetopi, you will not receive SLA Credit.